Senior Analyst, Tech Infrastructure
Description: • Manage and resolve IT problems using ServiceNow and IT Problem Management practices • Coordinate with distributed IT teams and Incident Management to communicate with stakeholders • Run blameless problem analysis meetings and document remediation actions • Lead problem records to ensure stakeholder accountability and value realization • Perform proactive problem analysis and create documentation to prevent incidents • Maintain data integrity, analyze data, identify trends, and provide actionable insights • Contribute to enhancement of problem management processes and leverage automation/AI • Work closely with ITSM areas (Incident Management, Reporting, SRE, IT Change Management) • Steward problem records professionally and engage influential stakeholders Requirements: • 4+ years of IT Service Management or IT Operations experience • Experience delivering customer service in-line with CVS Health’s core Heart at Work Values • Prior Problem Management experience (including 5 Whys, PPT, and other methodologies) • Strong people and communications skills (oral, auditory, written) • Ability to identify and participate in continuous improvements and leverage AI/automation • Knowledge of ITIL best practices; ITIL4 certification preferred • Experience using ServiceNow or similar ITSM platforms • Experience working in high-velocity IT organizations and prioritization skills • Knowledge or experience of enterprise infrastructure systems and system management processes • Strong process analysis and documentation skills • Ability to work remotely and coordinate with distributed teams across time zones • Bachelor’s degree in Information Technology or equivalent experience (4-5 years) Benefits: • Affordable medical plan options • 401(k) plan (including matching company contributions) • Employee stock purchase plan • No-cost programs (wellness screenings, tobacco cessation, weight management) • Confidential counseling and financial coaching • Paid time off and flexible work schedules • Family leave and dependent care resources • Colleague assistance programs • Tuition assistance • Retiree medical access • Eligible for CVS Health bonus, commission, or short-term incentive program Apply tot his job Apply To this Job